Guild Wars 2

Why can’t I change my password via the launchers “Forgot password” link, etc?

Anyone? Hi? Bump!

Try signing in on this website and you’ll find it.

Clicking on “Forgot your password?” link on the Gw2.exe launcher will send you to the disabled page where it says: “Not Available This feature is currently unavailable.”

https://account.guildwars2.com/disabled

I think that’s what he is having issues with.

that’s been an issue since release lol

Gaile Gray.6028:

Hi. Can you tell us a bit more? For instance, how exactly is the forgot password feature not working? What was your experience? Did you get an error code or error message? If so, what did it say? Did the link not work? Did it simply not successfully reset the password after it appeared it had been done?

If you can walk us through this situation, we’ll try to duplicate it in-house and make whatever improvements we can to help players.

Thank you.

ZeTuna.8074:

Clicking on “Forgot your password?” link on the Gw2.exe launcher will send you to the disabled page where it says: “Not Available This feature is currently unavailable.”

https://account.guildwars2.com/disabled

I think that’s what he is having issues with.

This is the issue I’m having.

RainbowVomit.2509:

Gaile Gray.6028:

Hi. Can you tell us a bit more? For instance, how exactly is the forgot password feature not working? What was your experience? Did you get an error code or error message? If so, what did it say? Did the link not work? Did it simply not successfully reset the password after it appeared it had been done?

If you can walk us through this situation, we’ll try to duplicate it in-house and make whatever improvements we can to help players.

Thank you.

ZeTuna.8074:

Clicking on “Forgot your password?” link on the Gw2.exe launcher will send you to the disabled page where it says: “Not Available This feature is currently unavailable.”

https://account.guildwars2.com/disabled

I think that’s what he is having issues with.

This is the issue I’m having.

Same here; I’d saved my password and a friend logged on from my computer and I can’t remember it anymore! Please keep us updated!

I am having a Issue, I never wrote down my Serial code, Now I can’t re due my password since i do not have it. LOL thank god for the save password on my browser. How can I find my serial code for the game???

So… ugh? It’s been 11 days since a CM has posted any chance we can get an update / fix?

The one linked from the client (http://account.guildwars2.com/reset-password) has been disabled since September. It’s surprising that they still haven’t changed it or fixed it yet. The correct and working link for password resets is actually: http://account.guildwars2.com/recovery

Pandem.7283:

The one linked from the client (http://account.guildwars2.com/reset-password) has been disabled since September. It’s surprising that they still haven’t changed it or fixed it yet. The correct and working link for password resets is actually: http://account.guildwars2.com/recovery

That’s pretty ridiculous. That’s cool, they even want a god kitten serial code before I can request a password reset. Why is this company so complicated?

I bought my game digitally, I don’t even have that email anymore -_-

Gaile Gray.6028:

Hi. Can you tell us a bit more? For instance, how exactly is the forgot password feature not working? What was your experience? Did you get an error code or error message? If so, what did it say? Did the link not work? Did it simply not successfully reset the password after it appeared it had been done?

If you can walk us through this situation, we’ll try to duplicate it in-house and make whatever improvements we can to help players.

Thank you.

Sure, I’ll walk you through my experience

I go to https://account.guildwars2.com/recovery

Enter my e-mail, my game serial # and one of my character names.

Then I click a little red box that says “verify” after double checking to make sure everything is correct.

It takes me to an account recovery page that has two red boxes

One is labeled “reset password” the other “disable linked authentication”

I think click “reset password”

Attached is a screenshot of the response I get. Additional attempts are met with the same results. There are no error messages or anything else other than exactly what I described.

I hope this helps, and thanks for looking into this, because not being able to make a basic change like this is truly unacceptable, and it also prevents game access.

So do what’s written there: contact support!

Michael.4791:

So do what’s written there: contact support!

The developer asked for an explanation and a walk through of what happened, so I decided to add my experience as requested. I’m hoping they are able to correct the problem so every time someone makes an account change, or has a problem of this kind they do not have to contact support.

RainbowVomit.2509:

Pandem.7283:

The one linked from the client (http://account.guildwars2.com/reset-password) has been disabled since September. It’s surprising that they still haven’t changed it or fixed it yet. The correct and working link for password resets is actually: http://account.guildwars2.com/recovery

That’s pretty ridiculous. That’s cool, they even want a god kitten serial code before I can request a password reset. Why is this company so complicated?

I bought my game digitally, I don’t even have that email anymore -_-

The old feature only required the account name. I believe that they changed it because the old feature was being abused by hackers.

There was technically nothing wrong with it but at launch hackers were systematically resetting the passwords and changing the email address of accounts where they had access to the users email account (using details harvested from other hacked websites where the user re-used the same account details). Just because they had access to the email account meant they could very easily do both, even if the user had a unique password for their GW2 account.

Due to that they disabled the old function and made a new one that required two forms of verification, and also disabled the email change (you need to go through support if you want to do that now). It’s easier and safer to do that than expect users to be security concious unfortunately.

It doesn’t help that the support system has a separate kitten logon.

I think the idea of a separate support login was to allow someone with a hacked account (and changed password) a way to still be able to contact support.